Tagged decisions
3,591
Published decisions carrying this complaint-theme tag
Complaint theme analysis
Policy Wording Ambiguity complaint theme analysis
A public analysis page for the complaint theme policy wording ambiguity, built from the root-cause tagging layer across published Financial Ombudsman decisions.
Upheld rate
43.3%
1,553 upheld decisions
Page summary
3,591 published decisions tagged policy wording ambiguity, with upheld-rate context, product concentration, firm exposure, precedent signals, and representative cases.
Tagged decisions
3,591
Published decisions carrying this complaint-theme tag
Upheld rate
43.3%
1,553 upheld decisions
Latest published decision 07 Jul 2026
How to use this page
Read the metrics first, then the ranked view.
The top-line cards show scale and outcome context. The ranked view and representative decisions show where the slice is concentrated and what the published decision set actually looks like.
Tagged decisions
3,591
Published decisions carrying this complaint-theme tag
Upheld rate
43.3%
1,553 upheld decisions
Leading product
Insurance (excluding PPI)
1,835 decisions
Leading firm
UK Insurance Limited
148 decisions
Policy Wording Ambiguity as a public complaint theme
Analysis3,591 published decisions in the corpus carry the complaint-theme tag policy wording ambiguity. 43.3% of those decisions were upheld, which makes this one of the most useful public “type” slices available in the dataset.
Insurance (excluding PPI) is the product line most often associated with this theme, while UK Insurance Limited is the firm that appears most often alongside it in published decisions.
- Latest year represented: 2026
- Leading precedent signal: Consumer Credit Act 1974
- Leading firm: UK Insurance Limited
How this theme moves across the corpus
AnalysisPolicy Wording Ambiguity has enough history in the published decisions to show how complaint pressure has evolved across multiple years, rather than appearing as a one-off issue cluster.
In 2026, policy wording ambiguity appeared in 120 published decisions with an upheld rate of 26.7%.
- 2026: 120 decisions, 26.7% upheld
- 2025: 8 decisions, 37.5% upheld
- 2024: 10 decisions, 60.0% upheld
- 2023: 23 decisions, 26.1% upheld
- 2022: 41 decisions, 19.5% upheld
Where the theme concentrates
AnalysisInsurance (excluding PPI), Payment protection insurance (PPI), Banking and credit, and others are the product areas most associated with this theme in published decisions. That helps explain where this complaint type is most likely to appear in the ombudsman corpus.
Consumer Credit Act 1974, Disp, Section 75 Cca, and others are the most visible precedent signals tied to this complaint theme.
- Insurance (excluding PPI): 1,835 decisions
- UK Insurance Limited: 148 decisions
- Second precedent signal: Disp
Representative cases
Recent published decisions in this slice
5 examples shown
DRN-625320807 Jul 2026Not upheld
U K Insurance Limited · Insurance
For the reasons I’ve given above, my final decision is that I don’t uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Ms H to accept or reject my decision before 4 August 2026.
View source decisionDRN-647902107 Jul 2026Not upheld
INTACT INSURANCE UK LIMITED · Insurance
My final decision is that I do not uphold Mr R’s complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr R to accept or reject my decision before 4 August 2026.
View source decisionDRN-634206806 Jul 2026Not upheld
Astrenska Insurance Limited · Insurance
For the reasons outlined above, I don’t uphold Mr K’s complaint about Astrenska Insurance Limited trading as Collinson Insurance. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr K to accept or reject my decision before 3 August 2026.
View source decisionDRN-643239003 Jul 2026Not upheld
Covea Insurance plc · Insurance
My final decision is that I do not uphold Miss P’s complaint against Covea Insurance plc. Under the rules of the Financial Ombudsman Service, I’m required to ask Miss P to accept or reject my decision before 31 July 2026.
View source decisionDRN-613164329 Jun 2026Not upheld
AXA Insurance UK Plc · Insurance
My final decision is I don’t uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask O to accept or reject my decision before 27 July 2026.
View source decision